State Transportation Organization outgrows their original implementation

The Results

10,000+Annual tickets

The Challenge

With over 12,000 employees, a Large State Transportation Agency was one of the state’s largest departments, responsible for managing the construction and maintenance of the state’s highway system, as well as overseeing aviation, rail, and public transportation. With eight years of ServiceNow under their belt, they had a very heavily customized SN platform, resulting in difficulties rolling out new functionality.

The Solution

After two SN Partners were unable to successfully aid in these rollouts – all while keeping the current implementation going for over 12,000 users – the department looked to Acorio to address these challenges. Acorio took a collaborative but prescriptive approach to keep the project focused on the end-goal.

The Results

Working in concert with the Department and their outsourcer, Acorio delivered the solution on time and in-budget. Through this intense collaboration, Acorio helped the Department implement Incident, Problem, Change, CMDB, Knowledge, Request, and Discovery applications, along with multiple integrations to support over tens of thousands of tickets every month. The team also delivered expert training, technical expertise, all while keeping the current implementation going for over 12,000 users.